Kevan Mabbutt, Chief Consumer Officer, Intermountain Healthcare Resources If air travel worked like healthcare Takeaways Definitions shape how we see consumerism  The way we understand “consumerism” has changed to focus on the transaction rather than choice.  Language shapes our relationships with the world, and healthcare often looks at consumers too narrowly. For instance, “patient” may…

Kevan Mabbutt, Chief Consumer Officer, Intermountain Healthcare

Resources

• If air travel worked like healthcare

Takeaways

Definitions shape how we see consumerism 

• The way we understand “consumerism” has changed to focus on the transaction rather than choice. 
• Language shapes our relationships with the world, and healthcare often looks at consumers too narrowly. For instance, “patient” may not be the most personalized way to describe a relationship to a hospital.  
• We should look at consumerism more holistically – in a way that accounts for needs beyond just the rational. 

The power of digital experiences in shaping your brand 

• Technology adds to the consumer experience, but it is not the experience. Digital exists within the end-to-end journey, fitting seamlessly with non-digital experiences.  
• Transitions between digital and in-person encounters must be seamless, or else new pain points will arise. 

How Intermountain caters to the consumer experience 

• Intermountain implemented My Health + to allow consumers to check symptoms conveniently, effectively, and affordably. This experience is tied intimately with follow-ups, labs, etc.  
• Intermountain improved the patient-nurse relationship by making feedback loops more human-oriented and less task-oriented. Healthcare seems incredibly different from Disney, but the same human factors come into play. For instance, safety is a top priority not just for health systems but also for airlines, Disney, and beyond.